Charter Spectrum

March 22, 2018 *
[redacted] RE: MO Revdex.com [redacted]...

                Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a service concern.    Charter was unable to address Ms. [redacted] concerns without speaking to her for additional information.    A Charter representative attempted to contact Ms. [redacted] on March 13, March 16, March 19, and March 20, 2018 using the contact telephone number and e-mail address that Charter has on file.  Charter was unsuccessful in these contact attempts to reach Ms. [redacted].  On March 19, 2018, Charter mailed Ms. [redacted] a letter with Charter’s direct contact information.  It is Charter’s recommendation that Ms. [redacted] contacts Charter directly to expedite a resolution.   Regards, Corporate Escalations Charter Communications

May 12, 2016                                      ...

                Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 [redacted] (facsimile) stlouis.Revdex.com.org RE:  MO Revdex.com [redacted] Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] A. [redacted] involving a service concern.  In his complaint, Mr. [redacted] states that Charter originally installed TV service at his residence with an older DVR. Mr. [redacted] is requesting that Charter provide him a newer DVR with more storage space. Charter’s records reflect on April 26, 2016, Charter completed the installation of service at Mr. [redacted]’ residence. Upon review of the installation, Charter determined that the DVR assigned to Mr. [redacted] had limited storage space. On May 5, 2016, Charter swapped Mr. [redacted]’ DVR. Charter provided additional coaching to the assisting representatives that interacted with Mr. [redacted] but failed to provide appropriate assistance. A Charter representative contacted Mr. [redacted] on May 5, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference. Regards, [redacted] Director – Corporate Escalations Charter Communications

March 13,2018   [redacted]
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[redacted]   RE: MO Revdex.com  [redacted]   Dear Dispute...

Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a Collections issue.    Charter records reflect on March 7,2018, The balance is for service from 07/12/17-08/17/17. After reviewing this account the debt is valid. We have notified the collections agency to stop the collections calls.   A Charter representative contacted Ms. [redacted] on March 7 2018 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

August 29, 2016   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO  63143 [redacted] (facsimile) stlouis.Revdex.com.org   RE:  MO Revdex.com [redacted]...

                  Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] N. [redacted] involving a service/billing concern.    In his complaint, Mr. [redacted] states that during July 2016, Charter informed him that construction would be completed within 60-75 days in order to provide service to his residence. Mr. [redacted] is requesting an update to the construction timeline.   Charter’s records reflect that on August 19, 2016, Charter received an update from Field Operations. Charter anticipates that construction will be completed no later than September 7, 2016.   A Charter representative contacted Mr. [redacted] on August 29, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations

Dear Dispute Resolution: This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a billing concern. In his complaint, Mr. [redacted] states that he received a letter from a collection agency regarding an account with Charter. Mr. [redacted] states that he never obtained an account with Charter and is requesting that Charter clear the account balance on the account associated with his name. Charter’s records reflect that on November 22, 2016, Mr. [redacted] contacted Charter regarding a collection account in his name. Upon review of the interaction, the assisting representative accurately informed Mr. [redacted] that a charged off account was associated with his Social Security Number (SSN). On November 23, 2016, Charter informed Mr. [redacted] that an ID Theft packet would need to be completed to investigate the matter further. Mr. [redacted] was provided the information on how to access and complete the ID Theft packet. On December 7, 2016 Charter mailed the appropriate forms to Mr. [redacted]. A Charter representative contacted Mr. [redacted] on December 7, 2016, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference. Regards, [redacted] Director – Corporate Escalations

March 20, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] ...

                                        ...⇄ St. Louis, MO  63143 [redacted] (facsimile) stlouis.Revdex.com.org   RE:  MO Revdex.com [redacted]   Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.   Charter’s records reflect that on March 11, 2017 Charter’s local field operations team discovered and repaired a damaged Line Extender.  On March 11, 2017, Charter applied an adjustment for the service related issues experienced.   A Charter representative contacted Mr. [redacted] on March 16, 2017 and discussed the above information.  Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

August 3, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] 314-645-3300 phone 314-645-2666 fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a service concern.    Charter records reflect that adjustments for reported service issues were applied to Ms. [redacted]’ account to cover the time she went without service. Ms. [redacted] confirmed that her services are currently working properly. Charter’s representative provided instructions to Ms. [redacted] on contacting Technical Support and Billing for future issues.   A Charter representative contacted Ms. [redacted] on July 26 , 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

(The consumer indicated he/she DID NOT accept the response from the business.)
ABSOLUTELY "NO", Charter has still failed to correct ongoing issues.
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YESTERDAY, for over an hour, around 12:30 PM, my internet went down again.
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They keep claiming they have fixed the issues, and they call to confirm after the technicians leave when some repairs have been made. So, yes, at those points I say the internet is up. That does not mean they fixed the issue. Charter has provided bandages that may last a short time. It does not stay working.
When it fails, I still have to let technicians come to my house. I miss work, even though they identified outside line issues each time. So, I miss work, technicians are late and do not call when enroot, and they only spend about ten minutes onsite before leaving. They, sometimes, then call the line technicians / or second level service call (only the first technician can schedule the second technician, Charter keeps telling me. That is the job of the first technician, as I understand). I waste allot of my time dealing with their first technicians being late, and not calling, etc. Those technicians have told me they don't have to call. That it is "not part of their job, regardless of what their ticket says", the first level technicians say.
Furthermore, Charter has tried to say, it is just me. That is absolutely not true and has been proven.
For one, the president of my home owners assassination confirmed that Charter is not only a problem going to my house. As well, technicians in my home have verified multiple times that there are no problems at my house, but that there are KNOWN issues at the neighborhood nodes, and in the lines.
So, my internet keeps going down. It went down yesterday. Some Charter technicians have told me they know of line and neighborhood node issues. If it isn't in my house, and the line is new leaving my property, the problem is not at my exact house (stop sending the first technician that makes me miss work). They have showed up three times without telling me they were even coming that day, and then they let my dog out. My dog has been let out 3 times by Charter technicians. I have since told them they must call when head in to my house. This still does not happen. I now lock my gate so my dog does not get out again.
I still have ongoing interruptions of service with no explanation from Charter as to when they will finally fix it.
I don't think they care at all. Regardless, the problems still exists.
Today, the internet is up, download is at 4.67 I pay for 15. They just can't fix it!
Where is my speed? When do I get what I pay for, and it stays at the speed I pay for.
I pay for 15 download, 2 upload.
It is up, but the following speed tests show how bad my signal is.
First test:
Download = 11.6 Upload = 2.4 Ping = 28
Second test:
failed due to timeout
Third Test:
Download = 9.0 Upload = 2.7 Ping = 20
Forth Test::
Download = 3.1 Upload = 2.1 Ping = 20
Fifth Test::
Download = 5.2 Upload = 2.8 Ping = 21

February 23, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] ...

                                        ...⇄ St. Louis, MO  63143 [redacted] (facsimile) stlouis.Revdex.com.org   RE:  MO Revdex.com [redacted]   Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a billing concern.    Charter records reflect the payment in question was a prescheduled payment processed on February 1, 2017 for services rendered and cannot be refunded.   A Charter representative contacted to contact Mr. [redacted] on February 21, 2017 and discussed the above information. Charter’s direct contact information was provided to Mr. [redacted] for future reference.   [redacted] Director – Corporate Escalations

June 16, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [redacted] phone [redacted] fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]...

                  Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a service concern.    Charter’s records reflect that on June 14, 2017, a scheduled service visit was performed at Ms. [redacted]’s address to investigate her concern. Charter was able to identify the cause of the service issue and correct it. A credit was issued to Ms. [redacted]’s account for her service interruption.   A Charter representative contacted Ms. [redacted] on June 16, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

July 27, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [redacted] phone [redacted] fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]...

                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a billing concern.    Charter’s records reflect that Ms. [redacted] spoke with a Charter representative regarding the channels she requested for her new TV service. Upon review of this interaction, the representative did not follow Charter’s policy to fully determine the appropriate TV package to fit Ms. [redacted]’ needs.   Ms. [redacted]’ account was updated to include the channels she requested. Ms. [redacted] is aware of her new monthly billing rate, and a credit was issued for her concern. Additional coaching was provided to the representative that did not quote a package to fit Ms. [redacted]’ needs.   A Charter representative contacted Ms. [redacted] on July 20, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,
[redacted] Director – Corporate Escalations Charter Communications

Complaint: [redacted]
I am rejecting this response because:  [redacted] has failed to return my call regarding the other half of the credit that was promised and not yet issued, with regard to the fact that up to last week EVERY unit in this building has had major fall offs on the internet access, was told by [redacted] that once the issue had been resolved that we would discuss the credit for that separate issue, but has yet to contact me on that issue. Ive also left him a message to return a call to me, tono avail as of yet.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Charter/Spectrum called me at unreasonable times, such as Sunday morning, and the agent is always unavailable when I call back. A credit has been offered in email, but not applied, and it has been over three weeks. I emailed Spectrum 6 days ago and still have not received a reply.Spectrum only contacted me because of my complaint to Revdex.com, and I still have not been contacted regarding the initial issue that initiated my Revdex.com complaint about Spectrum's extremely poor customer service. Spectrum charges more than [redacted], but all of the services provided by [redacted] have degraded significantly since Spectrum took over, including customer service, which is the focus of this complaint. Spectrum has set up procedures designed to deny benefits to its customers who are paying high rates for these services. Spectrum's failure to address the present issue is just another example of a system set up to rip off its customers. [redacted] would have applied a refund for the admitted problem on the same day that the problem was reported and acknowledged without wasting a customer's time, and it has been over three weeks with no credit applied so far. Instead, Spectrum requires its customers to spend ridiculous amounts of time to address a complaint and has procedures designed to prevent customer complaints. They don't even respond to customer service complaints unless a Revdex.com complaint is filed. I did not choose Spectrum; I chose [redacted] and was a good customer for over 20 years. There is no competitor to Spectrum available in my area that offers equivalent services. Poor quality has been forced on [redacted] customers at a higher price by Spectrum's takeover. Across the board, Spectrum is much worse than [redacted]. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke several times with a customer service rep who was unable to resolve this complaint beyond the insufficient compensation/resolution that was already offered by the company. They said they were unable to help me further.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Although Spectrum did contact me on 3/3/17, it was not for resolution. No mention of resolution was given. At that time they stated I would be contacted by the appropriate department (Business) shortly within [redacted]s to help solve the matter. This is absolutely necessary because, according to Spectrum, the resolution of a fixed IP address can not be resolved by residential. The person that called realized this.  I politely stated that it was a waste of their time and mine to have someone who could not help me, to call me. The person, [redacted], agreed. It has been 11 [redacted]s and I have yet to hear back from anyone in the area that they have stated could help me.It appears to me to be a delay tactic. 
Sincerely,
[redacted]

ECAF# [redacted]   May 3, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution [redacted] St. Louis, MO 63102 [redacted] phone [redacted] fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]...

               Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.    Charter’s records reflect that a Charter representative incorrectly scheduled a service visit to Mr. [redacted]’s old address.  As result, the technician was dispatched to the wrong location to install Mr. [redacted]’s services. Valuable coaching has been provided to all representatives involved in the interaction to ensure Charter’s policies and procedures are followed going forward. Mr. [redacted]’s services were installed on April 25, 2017 and Mr. [redacted] has confirmed the services are working to his expectations. Charter has applied an adjustment to Mr. [redacted]’s Charter account for the delayed installation.   A Charter representative contacted Mr. [redacted] on April 26, 2017, and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

March 23, 2018   [redacted]
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[redacted] RE:  MO Revdex.com [redacted]...

                Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Mr. [redacted] involving a service concern.    Charter records indicate on March 17, 2018, during a scheduled service call visit Charter technicians replaced wires, an amp, and a wall-fish with new plates.  All of the old wiring was removed from Ms. [redacted]’s residence.  Ms. [redacted] was advised that a credit has been applied to her account for her service issues.   A Charter representative contacted Mr. [redacted] on March 20, 2018 and discussed the above information. The representative provided Charter’s direct contact information to Mr. [redacted] for future reference.   Regards, Corporate Escalations Charter Communications

May 23, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [redacted] phone [redacted] fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]...

                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by [redacted].   Charter was able to offer a package to Mr. [redacted] which he accepted.   A Charter contacted Mr. [redacted] on May 17, 2017 and discussed the above information. Charter’s direct contact information has been provided for future reference.   Regards,   [redacted] Director – Corporate Escalations Charter Communications

Complaint: [redacted]
I am rejecting this response because: Number one, as it states in the response they placed me on a three year contract.  I did not request this.    I was not aware I was on a three year contract and I do not wish to be on this.  On, 3/15/2016, I spoke to [redacted] and she informed me they had removed the fee for installation.  Again, I  do not want to be on a three year contract with Charter they have a tendency to not provide all the details(example quote one price than charge another, three year contract, etc)  and  I thank you Revdex.com for letting me know this.  I also had to inform [redacted] that Charter was coming out to my home unannounced.  I am leery about doing business with this company.  I am a new customer and I am already having issues with Charter. 
Sincerely,
[redacted]

August 30, 2017   Revdex.com Serving Eastern Missouri and Southern Illinois Attn: Dispute Resolution 211 N. Broadway Ste. 2060 St. Louis, MO 63102 [redacted] phone [redacted] fax www.Revdex.com.org/stlouis   RE:  MO Revdex.com [redacted]...

                 Dear Dispute Resolution:   This letter is in response to your correspondence regarding the complaint submitted by Ms. [redacted] involving a billing concern.    Charter’s records reflect that a Charter representative explained the billing charges on Ms. [redacted]’s account. A one-time courtesy credit was applied to her account for her concern. Ms. [redacted] is aware of Charter’s billing policy, and where she can view her updated account balance online.   A Charter representative contacted Ms. [redacted] on August 23, 2017 and discussed the above information. The representative provided Charter’s direct contact information to Ms. [redacted] for future reference.   Regards,   Corporate Escalations Charter Communications